IT Service Desk Specialist

As an IT Service Desk Specialist (L2), you will be involved in complex technical incidents escalated by the L1. You will provide in-depth analysis, advanced technical resolution and contribute to the continuous improvement of IT support.
Your goal is to resolve complex incidents and reduce escalations to L3.
On a daily basis:

• You analyze the tickets escalated by the L1 support.

• You will carry out an in-depth technical diagnosis to identify the origin of complex incidents.

• You resolve incidents requiring advanced expertise.

• You document each ticket with a comprehensive and structured analysis.

• You collaborate with the L3 or external vendors when necessary.

• You will participate in the management of major incidents.

• You follow up on tickets waiting for an external speaker.

• You identify the root causes of recurring incidents.

• You contribute to Problem Management analyses.

• You enrich the knowledge base and support the L1 on frequent issues.

Your strengths:

Your profile as an IT Service Desk Specialist (L2): 

• You have a bachelor's degree in computer science.

• You have at least 3 years of experience in IT support.

• You have a solid background in advanced technical diagnostics.

• You are proficient in application and Windows environments.

• You have advanced expertise in Active Directory, rights management and GPO.

• You understand network environments (DNS, DHCP, VPN).

• You are proficient in Microsoft 365 and Exchange.

• You have already used monitoring tools and virtualized environments.

• You demonstrate an analytical mind, autonomy and technical rigor.

• You communicate clearly with the technical teams, including in critical incident situations.

1. Phone Screening

2. Personality questionnaire and reasoning tests

3. Interview with the recruiter and the company

4. Let's get started! 🚀